Senior Manager Customer Journey Strategy

Job description

The senior manager customer journey strategy is responsible for setting the vision for how Etihad can transform journeys and experiences that optimise commercial conversion and advocacy by setting the benchmark for personalised journeys. They will define how to most effectively move from insight to execution, in a way that enhances everyday journeys and concurrently drives customer journey innovation.

Accountabilities

• Create the vision for the overarching end to end journey strategy across travel, loyalty and partners

• Lead strategy development for journeys, reconciling customer, commercial, operational and regulatory factors

• Develop the overarching measurement framework across journeys

• Determine and lead enterprise-wide stakeholder engagement plan, to ensure strategic alignment between functional area objectives and deliverables, and how G360 (a department looking at a 360 unified view of a guest) can support and enhance functional area deliverables

• Manage and develop DR's

• Define operating systems, processes and tools to ensure the team can effectively and efficiently track journey performance (e.g. dynamic customer journey mapping tools / platforms and tools required for use case documentation)

• Develop an overarching G360 use case roadmap, that effectively factors in risks, dependences and enablers to ensure use cases are efficiently and effectively implemented across different travel and loyalty journeys in a timely and on-going basis

• Support frameworks to prioritise use cases for the G360 program, pairing analysis and insight with business objectives

• Effectively distil data/insight complexity when communicating to diverse stakeholders’ groups, to ensure stakeholders understand how data/insight can be applied to enhance the customer journey, products and services and functional area roles and responsibilities to implement and execute

Qualifications

• Bachelor’s degree / MBA or post-graduate desirable

• 10-12 years of experience in customer insights / CX / strategy roles in service-orientated industries (e.g. airlines, financial services, hotels, insurance), with a focus on driving customer and commercial outcomes

• Certificate or qualification in design thinking / behavioural science / application of gen or agentic AI for business transformation would be advantageous

• Work experience with CDP tools and platforms such as Adobe Suite / Braze / other, highly regarded

Additional information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

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